Yeah it's really no stress at all from me. I'm fine with waiting, as long as it just gets solved and I get paid my money. FYI still haven't got any reply to my message since sending it 4 days ago. I saw someone mention holiday break, surely that does not include all of their support staff? Like being this big of a casino/ sportsbook I'm assuming you should have support working during this time?
Broadly speaking about this holiday season amongst casinos, yes, they most certainly did not put all of their staff in holiday and leave their office empty, there would be some shift in who take a break for how long and when.
Now, specifically about your case, as they've mentioned before on their ANN, they are looking into it. I was in touch with my contact about other case and they told me that they'll address that thread, I guess sometime today. If they've got to the bottom of your case, I am sure they'll also address you.
If they don't, I would suggest you to wait a little bit more and would assure that it's most likely because they're still on it or perhaps yet to be on it [catching up with back-log of cases and complaints during those holiday and skeleton-crew, perhaps?]. I am literally hounding my contact about every cases, so rest assured that we will get to the bottom of yours as we get to the bottom of each and every other one.
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Much appreciated my man. Very grateful for the help. I'm just chilling for now and once I get a reply I'll update you guys. Thanks!